Making a complaint about rail services
Do you have a complaint about a rail service, station or train? Find out how to register your complaint and what to do if you're not happy with the outcome.
Due to the coronavirus (COVID-19) outbreak, public transport services have been reduced. For more information, including timetables and about free travel for Health and Social Care workers, visit the Translink website.
Registering your complaint
If you have a complaint about a rail service or journey, the first step is to contact Translink who operate the line, train or station.
Try to contact someone as soon as possible, either by:
- speaking to a staff member onboard the train
- speaking to a member of staff at your departure or destination station
Taking the matter further
If you can't contact anyone immediately or you need to take your complaint further, it is best to put it in writing.
If possible include proof of your journey (such as a ticket or receipt) in with your letter.
It is a good idea to get proof of posting for your complaint letter and to keep a photocopy of any documents you send.
Getting support for your complaint
If you're not satisfied with the Translink's response, you can contact:
Complaints involving injuries
If you have a complaint involving an injury received while onboard a train or at a station, it's vital that you contact someone connected with the train or station as soon as possible, preferably immediately.